Rollout

This page is about how the launch goes: what we do, what we need from you and in which order. It is useful both before the first sign-in and while the channels are being connected.

How access works

There is no self-service sign-up. We create the workspace, and an invite goes to the administrator on your side — as a link or an email. They sign in, land in a ready workspace and invite everyone else themselves: Team.

So the first thing we need is the name and address of the administrator: the person who will add sources, invite people and own the settings. From there they send the same invites themselves, from Settings → Agents:

The order of the launch

Step 1. The questionnaire

Rather than finding out piece by piece what you already have, start with the pre-launch questionnaire. It takes a few minutes, every question has answer options, and the result is a list of what has to be prepared for each channel. The result is saved as a file and sent to your manager.

You can also go through it together with your manager on the first call — that works too.

Step 2. The workspace and the first sign-in

We create the workspace, set the limits of your plan and send the invite to the administrator. They sign in to an empty workspace — from there it is the quick start.

Step 3. The website chat

The first channel is always the website chat. The reason is simple: it needs nothing but Lalexi itself — no third-party keys, no verifications, no waiting for someone else's review. The channel is created in a minute, the snippet goes onto the site, and on that same day you can see the whole thing work: a conversation arrives, an agent answers, the conversation is resolved.

The website chat also takes no slot in the connection limit — it takes nothing away from the messengers that will be connected later.

Step 4. The team

The administrator invites agents (Settings → Agents) and decides who sees what. It is worth doing before the messengers are connected: conversations then reach people straight away instead of sitting with nobody to answer them.

Two rules people trip over most often:

• A source needs agents. Until it has them, nobody sees its conversations — that goes for the web chat and for the standard channels alike.
• Automatic assignment only reaches people who are Online. With nobody online, a chat stays in the Unassigned tab. See Conversation assignment.

Step 5. The messengers

Channels are connected in the order they are ready, not all at once: the ones that only need a phone or a token go in on day one; the ones waiting for somebody else's review are prepared in parallel, while the team is already working in the web chat.

There is a guide per channel under Connections.

Step 6. Setting up the work

Once the channels are in place:

1. Choose which chats to mirror for every personal account and for Avito and Cian — nothing is imported until you do: Sync settings.
2. Check the assignment — round-robin is on by default for every source.
3. Set the SLA if response times matter.
4. Fill in business hours for the web chat if you do not answer around the clock.
5. Warm up new numbers before any mass messaging: Warm-up.
6. Turn on live translation if customers write in languages your team does not speak: an agent reads the incoming message in their own language and their reply leaves in the customer's — the original and the translation sit side by side. It is switched on per conversation, from the bar above the thread.

Step 7. A dry run

A short check to do before customers see the channel:

• write into every connected channel from your own phone and make sure the conversation arrives;
• answer from Lalexi and check the reply gets through;
• see who the chat was assigned to — that tells you whether the source's agents are set correctly;
• if the SLA is on, check that the timer shows in the conversation.

How long each channel takes to prepare

The time to connect is decided by the channel's own side, not by Lalexi. Hence the order: start with whatever is ready today.

Who does what

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